In February we had a patient come to our department to have a Pleurax drain placed in her lung. At least that’s what she was scheduled for and what was ordered by her physician. This patient was very surprised Gail began to verify what she was here for as she had never even had the first Thoracentesis (which is the normal practice) and didn’t want to go home with a drain coming out of her body and her Doctor didn’t tell her any of this. Gail picked up on this patient’s anxiety and immediately went to work getting clarification from the ordering physician, explaining to the patient that she didn’t have to go home with a drain as she also has the option of a thoracentesis. She explained we don’t typically go straight to an indwelling drain and that would be an option in the future if needed. Gail gave the patient all the information as to why we needed to at least drain the fluid in her lung so she could breathe better and we would have to repeat this periodically if needed. Gail answered all of the patient’s questions and made her feel confident that she was in good hands and at the right facility.

I was asked to step into the patient's room when I was about to leave as they requested to speak to the nurse leader. When I stepped in the patient and her sister went on and on about how they had never received such amazing, compassionate care and will always come back to our facility because of the care they received that day.

The time Gail took to explain everything put this patient's mind at ease, and even introducing me to the patient and her sister were great examples of what Northside Hospital looks for to provide the “Best patient Experience”.